Linked Asset when user creates support ticket

Question

Hi,

I'm hopeful someone can help with what I hope is a simple query. We are in the early stages of setting up our cloud JSM Helpdesk and would like to achieve the following;

When a user logs a support request we want them to be able to select from a list of assets that is assigned to them

We have created and populated an asset project schema, we have assigned a particular piece of equipment to a test user. I have created an asset object custom field and configured the User interaction to show 'name' **(where name is the asset name)**. However this field in the new ticket request form allows users to search all assets rather than pick the ones just linked to them.

I'm wondering if this needs to be created in Filter Scope (AQL) and or Filter issue scope (AQL) but I am unsure of the correct syntax should this be the case.

Thanks in anticipation for helping a newb!

Best wishes,

Guy

Rudy Holtkamp · Answer

Hi @Guy Townsend ,

So you have all users in Assets. You can use these User objects if you have an attribute where you also have the Jira user name. If so you can create a new field of type Assets objects and place it in the request. As filter you can use:

Filter scope (AQL): objecttype = equipment

Filter issue scope (AQL): object having inR(objecttype = User and "Jira user" in (${reporter}))

Allow search filtering by these attributes: Label

This should be enough to make the equipment objects appear of the user in the portal.

Rudy

Adrian Wood · Answer

Guy,

You could try setting the Filter Issue Scope to:

"Assignee" = ${reporter}

Where "Assignee" is the field that is used to link the asset to the user.

Regards,

Adrian